|
|
|
|
|
|
|
|
1. |
Record Nr. |
UNINA9910449865503321 |
|
|
Titolo |
Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott |
|
|
|
|
|
|
|
Pubbl/distr/stampa |
|
|
Bradford, England, : Emerald Group Publishing, c2005 |
|
|
|
|
|
|
|
ISBN |
|
1-280-50924-4 |
9786610509249 |
1-84544-587-2 |
|
|
|
|
|
|
|
|
Descrizione fisica |
|
1 online resource (100 p.) |
|
|
|
|
|
|
Collana |
|
Journal of services marketing ; ; v.19, no. 5 |
|
|
|
|
|
|
Altri autori (Persone) |
|
BaronSteve |
ElliottDominic |
HarrisKim |
|
|
|
|
|
|
|
|
Disciplina |
|
|
|
|
|
|
Soggetti |
|
Customer relations |
Customer services |
Electronic books. |
|
|
|
|
|
|
|
|
Lingua di pubblicazione |
|
|
|
|
|
|
Formato |
Materiale a stampa |
|
|
|
|
|
Livello bibliografico |
Monografia |
|
|
|
|
|
Note generali |
|
Description based upon print version of record. |
|
|
|
|
|
|
Nota di contenuto |
|
Contents; Guest editorial; The impact of perceived justice on consumers' emotional responses to service complaint experiences; The impact of choice on fairness in the context of service recovery; Typologies of e-commerce retail failures and recovery strategies; Antecedents and outcomes of service recovery performance in a public health-care environment; Business (not) as usual: crisis management, service recovery and the vulnerability of organisations; When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining |
Crisis management and services marketingBlending services and crises: a few questions and observations; Executive summary and implications for managers and executives; |
|
|
|
|
|
|
|
|
Sommario/riassunto |
|
Steve Baron is Professor of Marketing at the University of LiverpoolManagement School, and Head of the Division of Marketing andInternational Business. He is Chair of the UK Academy of MarkingSpecial Interest Group for Services Marketing. His current researchinterests include the understanding of service experiences |
|
|
|
|